As one of the nation’s leading diversified health care benefits companies, serving close to 40 million people, the customer experience has far-reaching impact on company success. Learn how the organization has evolved its VoC program to a closed loop customer feedback process, improving the callers’ experience by using their feedback to drive down repeat calls and focus on actionable service recovery issues.

 

Presented by:

Jessica Harrelson-Bostick, Bill Rose

Sr. Consultant and Project Lead, Business Analyst and Project Lead

Aetna

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The Road to Speech Analytics Success

Learn about the road to speech analytics success taken by the fastest growing private pension and life insurer in Turkey. Take in where it started, what it’s learned along the way, and where it’s going next in its journey with Verint. Use the outcomes it’s achieved – from lower churn to reduced handle time – and how it leverages speech with other applications (such as quality management and performance management) to help accelerate your own path to success.

Tuesday, 10:30 AM

Dallas B